Channels
Every place your customers message you from, and how to connect each one to the inbox so the AI agent replies on the same channel.
A channel is where a customer messages you from: your website chat, WhatsApp, Messenger, Instagram, Telegram, or your own gateway. You connect each one once. From then on every message lands in the inbox, and the AI agent replies on the same channel the customer used.
Everything is on one page: Settings → Channels & integrations.
Who can do this: owner and managers. Sales agents can't open channel settings.
Available channels
| Channel | Connects through | Plans |
|---|---|---|
| Website chat | A ready-made link + one line on your website | All plans |
| WhatsApp Business | Your company's Meta app (WhatsApp Cloud API) | All plans |
| Facebook Messenger | Your Meta app + Facebook Page | Growth, Pro and the free trial |
| Instagram Direct | Your Meta app + Instagram professional account | Growth, Pro and the free trial |
| Comment replies | Instagram or Messenger connected | Growth, Pro and the free trial |
| Telegram | A bot from @BotFather | Growth, Pro and the free trial |
| Outbound webhook | Your own gateway (n8n, a non-Meta WhatsApp provider) | All plans |
| Inbound webhook | Website forms or gateways that push leads | All plans |
A channel that isn't on your plan shows "Available on … and above" with a See plans link. Plan details are in Plans.
Meta: your company's own app
WhatsApp, Messenger and Instagram connect through your company's own Meta app, not a PropDrop app. The number, Page and account stay yours. Tokens and secrets are encrypted and never shown again after saving. Each platform gets its own webhook URL.
Rather not touch the Meta dashboard?
The Meta setup add-on: the PropDrop team sets up WhatsApp, Messenger and Instagram for you, one time. Request it from Settings → Plan & billing (Add-ons).
Channel status
| Status | Meaning |
|---|---|
| Needs setup | The channel is on but no credentials are saved yet |
| Waiting for first message | A token is saved but the connection isn't complete (e.g. you switched the channel back on). Click Save & test |
| Connected | Working: messages arrive and the agent replies |
| Needs attention | Something's wrong (usually the token was revoked or expired). Open the channel and read the error |
| Disabled | You switched the channel off: credentials are kept, nothing is received or sent |
After every successful connection you'll see "Connected. Here's what this channel can do": the channel's abilities and the permissions Meta gave PropDrop, including any Missing permissions.
What each channel can do
| Messenger | Telegram | Website chat | |||
|---|---|---|---|---|---|
| AI agent replies automatically | ✓ | ✓ | ✓ | ✓ | ✓ |
| Your team replies and takes over | ✓ | ✓ | ✓ | ✓ | ✓ |
| "Typing…" while the AI writes | ✓ | ✓ | ✓ | ✓ | |
| Photos, files and voice notes | ✓ | ✓ | ✓ | ✓ | |
| Comment replies | ✓ | ✓ | |||
| Reply limit | 24 hours | 24 hours (team up to 7 days with Human Agent) | 24 hours (team up to 7 days with Human Agent) | None | None |
Voice notes are transcribed so the AI understands them, and photos and files are saved in the conversation. The 24-hour rule is explained in The messaging window.
No WhatsApp templates
More than 24 hours after the customer's last message, WhatsApp only allows approved templates, and PropDrop doesn't send templates or broadcasts yet. So you can't start a WhatsApp conversation yourself: the customer has to write first.